Guest Service Supervisor

Silver Hotel Group; Whitby; On-site; CAD 40,000 - 50,000; Full time

Job summary

A leading hotel management company is looking for a Guest Service Supervisor at Holiday Inn Express Whitby. This role is essential for ensuring an excellent guest experience and involves supervising team operations, addressing guest concerns, and maintaining service standards. Ideal candidates will have prior supervisory roles in hospitality, strong communication skills, and adaptability to various shifts. The company offers a supportive team culture and various employee benefits.

Benefits

Education Reimbursement

RRSP Matching Program

Annual Wellness Credit

Hotel Stay Discounts

Qualifications

• Previous supervisory responsibilities in hospitality preferred.
• Engaging personality with guests and team members.
• Strong written and verbal communication skills.

Responsibilities

• Ensure smooth operation of Guest Services in the absence of the Manager.
• Supervise registration and check-out of guests.
• Train team on service standards and procedures.
• Resolve guest problems quickly and courteously.

Skills

Customer service

Team leadership

Communication

Problem-solving

Tools

Opera

Maestro

Microsoft Office

Job description

Overview

Guest Service Supervisor | Holiday Inn Express Whitby

We are currently looking to hire a Guest Service Supervisor. The Guest Services Supervisor (GSS) is a social and interactive position and is crucial in setting the tone for everyone who walks through our door. Our lobby environment leads the way for a guest’s experience and provides the always-important first impression. Working collaboratively with the Guest Services Manager, the successful candidate will be responsible for supporting the daily operations of the front office team in our incredible hotel. This individual will be responsible for providing support and training to the team in guest-related and room operations, both during the day, afternoon, and night shifts (when-needed). This role requires an individual who thrives on working rotational shifts.

What We Offer

• Work with like-minded team members who are passionate about their work and keep things fun, every day!
• Working with a reputable brand and being part of Silver Hotel Group, a company committed to ensuring a culture of respect, appreciation, and fun (among other things of course)!
• A fast-paced environment in an exciting industry, where you get the chance to meet people from all over the world. It’s a good place to be right now!
• Education Reimbursement for you (and your children!)
• RRSP Matching Program
• Annual Wellness Credit
• Team Member Referral Program
• Leadership Development
• Team Building Events
• Culture of Recognition Program
• Hotel Stay Discounts

Key Responsibilities

Reporting to the Guest Services Manager or designate, you will:

• Ensure a smooth operation of the Guest Services in the absence of the Guest Services Manager;
• Act as a role model in the service vision and standards of the Guest Services Team;
• Supervise the registration and check-out of guests including processing customer payments, and supporting team members as necessary;
• Support in training the team on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions;
• Encourage teamwork and quality service through daily communication and coordination with other departments/ outlets. Key departmental contacts include Accounting, Revenue Management, Sales, Food and Beverage, Housekeeping, and Maintenance;
• Verify that accurate room status information is maintained and properly communicated;
• Resolve guest problems quickly, efficiently, and courteously;
• Assist with scheduling, payroll, coaching, performance management, hiring, performance reviews, and training for all Guest Services team members;
• Understand and comply with all health and safety rules, regulations, and laws. Report unsafe acts or hazardous conditions to ensure department equipment is maintained and operated in a safe manner;
• Act as a health and safety leader on the property, report all workplace incidents/accidents or near misses, role model wearing all Personal Protective Equipment required, and participate in fire safety plan;
• Perform other duties as assigned including assisting team members with their roles during peak periods.

What We are Looking for...

• Previous supervisory responsibilities preferred in a customer-facing and/or hospitality position;
• Highly interpersonal; comfortable engaging with all guests, visitors, vendors, and team members;
• Thrives in a fast-paced high-pressure environment-maintaining composure and objectivity;
• Demonstrated ability to interact in a team environment with several divisions/departments
• Excellent written and verbal communication skills are essential;
• Computer literate in property operating systems such as Opera, and Maestro., as well as being proficient in MS Office (Word, Excel, PowerPoint) is an asset;
• Ability to work flexible shifts which may include but are not limited to days, evenings, overnights, weekends, and holidays as required by management and the operations

This posting is for an existing vacancy.

Holiday Inn Express Whitby Hotel is the closest IHG brand hotel to the General Motors plant in Oshawa, and our location offers easy access to Hwy 401 and area attractions (Whitby History Museum, Iroquois Park and Class Act Dinner Theatre). Our hotel is a 100% smoke-free hotel with excellent amenities and we\'re the only hotel in the region with a Jacuzzi inside the suites. Our simple, modern and refreshing rooms make our guests feel at home, the well-equipped Fitness Centre helps relieve stress and nearby restaurants offer a wide variety of cuisines. Holiday Inn Express Whitby is only walking distance from the Whitby GO Station, 10 km from the Oshawa airport and an hour train ride from downtown Toronto.

About Us - https://www.silverhotelgroup.com/

Silver Hotel Group (SHG) is a family-owned Canadian hotel investment, development, and management company. Our portfolio includes hotels in Canada and the U.S. and ranges from internationally branded full and select-service hotels to independent and boutique hotels.At SHG, our culture is fundamental to our success. Each empowered team member strives to exhibit passion, creativity, and fun every day. Together, we are dedicated to delivering exceptional experiences by living our core values as our road map: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, and Recognition. As we continue to grow, our mantra “You Matter” resonates with our 600+ team members in how we do business, which will continue to enhance engagement and retention. Today, we look for new team members who demonstrate both aptitude and the passion to embrace and contribute to our Culture.

Help us build something exceptional!

The Silver Hotel Group believes in outstanding hospitality and takes seriously its obligations under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources at 905-362-9480.The Silver Hotel Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristics protected by law.